🔎 In This Article
Teams Overview
Teams are a core component of how client relationships are managed within your platform. They define who your clients communicate with, and how that communication happens—via direct messaging, group messaging, or both.
✅ Teams work alongside Experiences and Campaigns to create a complete, personalized client experience.
What Are Teams?
A Team is a reusable template that determines:
Who appears in the client’s contact list
How clients can communicate with those team members (direct message, group chat, etc.)
Each Team template includes:
A roster of advisors and support staff
Messaging configuration (Direct, Group, Both, or Off)
Assigning Teams
Teams can be applied during client onboarding assignment or reassigned later.
You can assign one Team per client.
You can update an individual client's Team from the Contact Summary Page at any time.
Updating Team Templates
When you update a Team Template, those changes cascade automatically to all contacts assigned to that team. That includes:
Adding or removing team members
Changing the messaging configuration
🔄 Example: You update a Team Template to turn off group messaging. All clients assigned to that Team will immediately reflect that change.
How Teams Fit into the Client Experience
When assigning an experience to a client, you'll now assign three key components:
Element | Purpose |
Experience | Controls what the client sees (Cards, Resources) |
Team | Controls who the client communicates with, and how |
Campaign | Controls what content is sent over time (Onboarding Journeys and beyond) |
These components are modular — you can mix and match any Experience, Team, and Campaign depending on the client segment or service model.
Common Team Structures
Firms may structure their Team templates in different ways depending on internal operations:
One Firm-Wide Team
All clients are assigned the same team for simplicity and consistency.
Primary Advisor Teams
Each advisor has their own Team template, often with supporting staff included.
Service-Based Teams
Teams are built around specific services, client tiers, or business lines.
Create Team Templates
Go to the Settings Icon in the Top Menu.
Click Teams.
Click Add to create a New Team.
Give your team a name, and use the description field to include any key notes or instructions about when this team should be used.
Next, add your team members—the first person listed will be set as the Primary Advisor, who will be indicated by a blue star.
How Team (Group) Messaging Configuration Works
Each Team Template allows you to define how clients interact with your team:
Direct Messaging: Clients can message individual team members.
Group Messaging: Clients send one message to the whole team.
Both: Clients can choose between direct and group.
Messaging Off: Messaging is disabled for that client.
Two Team templates can have the same members, but different messaging settings — ideal for testing communication styles or offering different service levels.
Once the team is created, configure the communication settings that will apply to any contact assigned to it.
Toggle on Messaging for each team member you want to have a direct message thread with assigned contacts.
To enable group messaging, toggle on Group Messaging, then select the team members who should automatically be included in the group thread when the contact is activated.
Assign Teams (in Bulk) for New Contacts
Go to Contacts.
Click the Bulk Assign button.
Click Assign Experience.
Use the search to find the clients you want to update. Check the box next to one or multiple contacts to assign them a Team.
Select their Experience.
Select their Team.
If applicable, select their Onboarding Campaign.
Click Assign.
The assigned Team and its messaging configuration will automatically apply to all selected contacts upon activation.
Edit a Current Team – Your Changes Cascade!
When you update a Team Template, those changes will automatically cascade to all clients assigned to that team. Any edits—such as adding or removing team members or adjusting messaging settings—will be reflected in the client experience in real time.
Next to any Team Templates you’ve created, click the Actions dropdown to manage or modify them.
Click the Settings icon in the Top Menu.
Click Teams.
Click Actions, then Edit. Note that you will only be able to update a Team if you are the owner.
Make your desired updates and save.
This change will now apply to all Contacts assigned to this Team.
Update Team Assignments in Bulk
Team Changes vs. Experience Reassignment
Changes to Teams automatically cascade to all clients assigned that Team. These updates are seamless and maintain consistency without disrupting the client’s experience.
Reassigning or Removing a Team is a significant action. This can result in a full replacement of what the client sees.
⚠️ Before making changes, consider whether you just need to edit the current Team or replace the Team entirely.
Editing a current Team is often the better choice when you’re not looking to completely reset a client’s experience.
Go to Contacts.
Click the Bulk Assign button.
Click Update Experience.
Use the search to find the clients you want to update. Check the box next to one or multiple contacts to assign them a Team.
Toggle on Do you want to update a Team?
Use the Drop Down Menu to select your desired Team.
Click Update.
This Team will now be applied to all the selected Contacts.
Update an Individual Contact Team
Navigate to Contacts in the Navigation Menu.
Use the search to find your desired Contact.
Click the Contact's name to open the Contact Summary Page.
Click Team in the Top Menu.
Make desired updates to the Contact's Advisory Team.
Team members from the assigned template will appear in one section, while any additional team members you add manually will appear under Additional Team Members.
Configure the message settings for your Additional Team Member.
Do Teams Affect Analytics?
Sort of.
The Primary Advisor in a Team template will see dashboard widgets and contact insights for the contacts attached to their teams.
This allows for a clearer view of advisor activity, client engagement, and communication metrics.
Team FAQs
Can a client belong to more than one Team?
No. Each client can have one assigned Team at a time. But you can reassign that Team whenever needed. You can update individual contacts teams on the Contact Summary Page.
Do Team assignments impact what the client sees in the app?
Contacts will see their team members under "My Team" in the hamburger menu. The contact will be able to message their auto-created group chat with their team and any indicated individual team members based on the messaging configuration set in the
What happens when I edit a Team template?
Changes will automatically apply to all assigned contacts. Always double-check the impact before publishing edits.